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Customer-focused voice and rule-breaking in the frontlines

Gazzoli, Gabriel; Chaker, Nawar N.; Zablah, Alex R.; … - In: Journal of the Academy of Marketing Science 50 (2022) 2, pp. 388-409

Persistent link: https://www.econbiz.de/10012819765

How and when does customer orientation influence frontline employee job outcomes? : a meta-analytic evaluation

Zablah, Alex R.; Franke, George R.; Brown, Tom; … - In: Journal of marketing 76 (2012) 3, pp. 21-40

Persistent link: https://www.econbiz.de/10009778042

Emotional convergence in service relationships : the shared frontline experience of customers and employees

Zablah, Alex R.; Sirianni, Nancy J.; Korschun, Daniel; … - In: Journal of service research : JSR 20 (2017) 1, pp. 76-90

Persistent link: https://www.econbiz.de/10011648260

Feeling anxious : the dark side of checkout charity solicitations

Hepworth, Adam; Lee, Na Young; Zablah, Alex R. - In: Journal of business research : JBR 136 (2021), pp. 330-342

Persistent link: https://www.econbiz.de/10012663208

The impact of firm-level and project-level it capabilities on CRM system quality and organizational productivity

Suoniemi, Samppa; Terho, Harri; Zablah, Alex R.; … - In: Journal of business research : JBR 127 (2021), pp. 108-122

Persistent link: https://www.econbiz.de/10012494357

So distant, yet useful : the impact of distal stories on customers' service expectations

Lee, Na Young; Noble, Stephanie M.; Zablah, Alex R. - In: Journal of business research : JBR 113 (2020), pp. 230-242

Persistent link: https://www.econbiz.de/10012230473

Wie valide sind Urteile von mystery shoppern?

Haas, Alexander - In: Planung & Analyse : Zeitschrift für Marktforschung und … (2003) 5, pp. 24-29

Persistent link: https://www.econbiz.de/10001803698

Dienstleistungsqualität durch die "richtige" Beratung - eine Analyse beobachtbaren Beraterhandelns beim Verkauf von Gebrauchsgütern

Haas, Alexander - In: Dienstleistungsmarketing : Impulse für Forschung und …, (pp. 217-239). 2004

Persistent link: https://www.econbiz.de/10002767937

Bestimmungsfaktoren des Beratungserfolges : eine informationsökonomische Betrachtung und empirische Analyse im Handel

Haas, Alexander - In: Schmalenbachs Zeitschrift für betriebswirtschaftliche … 58 (2006) 5, pp. 638-664

Persistent link: https://www.econbiz.de/10003355254

Employee Customer Orientation in Context : How the Environment Moderates the Influence of Customer Orientation on Performance Outcomes

Grizzle, Jerry W.; Zablah, Alex R.; Brown, Tom J.; … - 2011

An empirical study evaluates the moderating effects of unit customer orientation climate (unit CO climate) and climate strength on the relationship between service workers’ level of customer orientation (CO) and their performance of customer-oriented behaviors (COBs). In addition, the study...

Persistent link: https://www.econbiz.de/10014043985